BUSINESS INTRODUCTION
Majid Al Futtaim Holding is the leading shopping mall, retail, communities,
entertainment developer and operator in the Middle East, North Africa, and
Central Asia regions. With over 48,000 people, revenues of over US$ 11
Billion, and operations in 18 countries. Some of the iconic brands we carry
include Mall of the Emirates, Carrefour, All Saints, Lego, City Center,
Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for
Everyone, Every day.
JOB TITLE
Associate Manager - Customer Care | MAF Retail | UAE Head Office
ROLE SUMMARY
The Associate Manager - Customer Care is responsible of providing a superior
quality capacity management and support for the Customer care representative
to reach their service level in a cost-effective way. The role holder should
be a 'people person' with great customer service skills and the ability to
moderate online and offline conversations with the internal and external
customers.
Ultimately, he/she should be able to act as the face and voice of Carrefour
Brand and manage all customer interactions.
The role is primary customer experience oriented and will involve creating and
building relationships with our customers through managing their enquiries,
waiting list, their preferences, etc. Most importantly, you will provide
exceptional service levels to ensure that our customers enjoy the best
shopping experience when touching us through any channel.
ROLE PROFILE
* Follow the Customer Care Department Standards for Excellence
* Ensure you deliver an outstanding shopping experience to every customer contact via any offered communication channel (walk in, phone, email, online chat)
* Always deal with the most difficult customers in a quick, willing, and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
* Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
* Ensure to always keep client confidentiality and company policies for data protection and security.
* Assist in monitoring allocated budget to ensure compliance and highlight possible issues
* Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
* Provide inputs on training needs and coordinate with the Human Capital department to ensure facilitation of training requirements
REQUIREMENTS
* Bachelor's Degree in Business Administration or relevant to the role
* Minimum 5 years in the related managerial function
* Preferably 2+ years in the retail business or closely related industry
* Excellent communication skills, you must be able to display the highest levels of accuracy (spelling, grammar, punctuation, and pronunciation) in both languages 'Arabic and English'; verbally and written
* Able to demonstrate a high level of technical ability and must show an affinity with the luxury consumer.
* Ability to achieve results through influence and problem solving.
WHAT WE OFFER
* At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
* Work from any country in the world for 15 days a year.
* Work in a friendly environment, where everyone shares positive vibes and excited about our future.
* Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.
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